Director, Digital / Technical Product Manager

What you'll do

• Own and develop digital platform experiences for investment services using existing and new AI solutions.
• Design and enhance customer service experiences for automated chat, IVR responses, and voice-to-chat solutions.
• Analyze customer feedback to design, validate, and ensure regulatory compliance for all digital member responses.
• Manage and coach a team of Digital Technical Product Managers to deliver best-in-class member and advisor experiences.
• Set and lead the development of digital product strategies, roadmaps, and innovative technology solutions.
• Oversee work prioritization across member-journey teams from acquisition to servicing and nurturing.
• Ensure all digital experiences adhere to regulatory requirements and internal design governance standards.
• Maintain alignment with Association digital platform teams for virtual assistant and IVA scopes to enable digital containment.

What we're looking for

• Must have a Bachelor’s degree, or 12 years of relevant experience in lieu of a degree.
• Must have 8 years of Digital/Technology Product Management experience, or 6 years with an Advanced degree.
• Must have 3 years of experience leading direct, matrixed, or cross-functional teams.
• Must demonstrate ability to work in Agile, Lean Product Development, and Lean Portfolio Management environments.
• Must possess knowledge of Experience Design, Human Centered Design, journey mapping, and competitive analysis.
• Must have strong technical and customer experience foundations with knowledge of emerging technology platforms.
• US military experience gained through service or as a military spouse/domestic partner (preferred).
• 8+ years of hands-on experience developing digital servicing solutions in the investments space (preferred).